This is not an officially supported Google product.

Monitoring and gaining insights on how contact center agents use Agent Assist, an AI solution from Google Cloud’s Contact Center AI.

Utilize the agents’ usage data to illustrate the critical feedback metrics, track usage trends, and uncover high impact issues. With this block, you will drive substantial outcomes through clear issue identification more efficiently.

What does this block do for me?

• Monitor the overall key metrics - The Feedback Metrics dashboard provides the high-level metrics that indicate how well the Agent Assist is performing overall.
• Track feature-specific usage trends - Drill into each feature to reveal interaction trends, differences among time segments, and potential issues for further actions.